Automation with Request Type doesn't work

Enrico Bosio November 25, 2024

Hi,

I am using Jira Service Management, in particular the Support ticket system.

I want to add an automation where, every time an issue is created, depending on the Request Type of that issue, system automatically assigns a specific Label.

 

Screenshot 2024-11-25 143146.png

Automation doesn't work and I don't understand why. 

 

I also added a Re-fetch issue data after the trigger, based on some old discussions here in the Community space, but it didn't solve anything.

Screenshot 2024-11-25 143404.png

 

 

Thank you for your help,

Enrico

1 answer

1 vote
Florian Bonniec
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
November 25, 2024

HI @Enrico Bosio 

 

Does the automation failed or works. What the rule audit say ?

 

Regards

Enrico Bosio November 25, 2024

It seems the Re-fetch is the only thing that is working fine: 

Screenshot 2024-11-25 152354.png

The problem seems to be in the Request type, but I don't understand what is wrong. 

I have created several Request types and I want that if the created issues falls into these 2, the trigger applies:

Screenshot 2024-11-25 152904.png

 

Do you have any ideas? 

Thank you for your help!

Florian Bonniec
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
November 25, 2024
Enrico Bosio November 26, 2024

Thank you again for your help.

Unfortunately, that's not my case: we only use a single language in our Jira. Anyway, I tried to follow the workaround, but it doesn't work.

The mistery goes on...

Enrico Bosio November 26, 2024

@Florian Bonniec I finally found the problem! I don't know why, but Jira doesn't recognize the "Request types" at all. In fact, I used "Issue type" instead of "Request type" and now it works.

Many thanks for your help.

Regards,

Enrico

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